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Lean Six Sigma in the service credit business: A case study on how the DMAIC method should be adapted on an already existing process at Hoist Finance
Uppsala University, Disciplinary Domain of Science and Technology, Technology, Department of Engineering Sciences, Industrial Engineering & Management.
2016 (English)Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The project degree is written within the department of Industrial Engineering & Management at Uppsala University. The object with this study is to improve the current capabilities of the Internal Collection process at the service credit company Hoist Finance with the improvement methodology Lean Six Sigma and associated DMAIC cycle. In order to find out how the methodology should be adapted a case study and a literature study was carried out. The literature study was about previous research in the area of processes, Lean Six Sigma and the company Hoist Finance. The case study was performed over 4 months at Hoist Finance in the operational excellence team to understand how the methodology should be used on the company. The degree project shows great potential to apply the methodology to improve the process and if the recommendations on how the process should be performed is implemented, the process time can be reduced with 25 days and the costs with 23.34 euros per debt.

Place, publisher, year, edition, pages
UPTEC STS, ISSN 1650-8319 ; 16003
Keyword [en]
Lean Six Sigma, DMAIC, Processes, Service business, Debt collection, Finance
National Category
Information Systems, Social aspects
URN: urn:nbn:se:uu:diva-282117OAI: diva2:916428
External cooperation
Hoist Finance
Educational program
Systems in Technology and Society Programme
Available from: 2016-04-06 Created: 2016-04-02 Last updated: 2016-04-06Bibliographically approved

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